Pharmacy provision of emergency
contraception: a mystery shopper study
Background
There has been considerable recent discussion around the provision of emergency
contraception in the UK, and in 2017 the price of the progestogen-only version of emergency
contraception, levonorgestrel 1.5mg (LNG-EC), fell considerably after a campaign by the British
Pregnancy Advisory Service. Despite the fall in the price, emergency hormonal emergency
contraception is still kept behind the counter in the UK and can only be obtained after a
consultation with a pharmacist.
Elsewhere in Europe and in North America, LNG-EC can be purchased directly from the shelves
without a mandatory consultation, as the pill is known to be extremely safe and there are nocontra-indications to its use.

EC on the pharmacy shelf in Sweden

EC on the pharmacy shelf in the US

In the UK, the preservation of a mandatory consultation has been advocated for on the basis itprovides an important opportunity to give a woman information about all her contraception
options – both “emergency”, including the copper coil (IUD) and ongoing – STI screening andany other sexual health questions she may have1. We undertook a study to explore what
information was given during a consultation with a view to better understanding whether thevalue of that information offset the additional barriers created by requiring that emergency
contraception can only be sold by a pharmacist (no other pharmacy staff including technicians)
following a consultation, and to document what those barriers may be.
Study design: a mystery shopping exercise was conducted in 30 pharmacies across England,
including cities, towns, villages, in chains, independent outlets and supermarkets. We did not
explore information provided in a consultation when the pill was being supplied as part of an
NHS scheme in pharmacy, but when it was available for purchase. Restrictions are often in1

https://www.rpharms.com/news/details/Emergency-contraception-needs-a-consultation-says-RPS

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place on who can be supplied EC under an NHS scheme, and where and by whom it can besupplied, meaning many women are left with no choice but to purchase it.

3 separate scenarios were tested in the pharmacy:Using condoms. Condom came off last night. Last used EC 2 years ago.
Been happily using a fertility app for the last year. Condom came off during
fertile window/app said protection was needed. Last used EC 2 years ago.
Using condoms. Condom came off last night. Also happened exactly 1 week
ago, took EC for that incident too (Levonelle). Very unlucky month. Prior to thathave not used EC for 5 years.

Our 22-year-old shopper simply stated she needed emergency contraception; she did not ask fora specific product, nor reveal the scenario unless asked, and she did not actively request any
further information herself, with a view to establishing what information would be spontaneously
provided. Notes from the consultation were recorded on paper immediately afterwards, including
information within the store about EC on display, whether the product was visible behind thecounter, and the number of people she had needed to ask before being served by thepharmacist. A copy of the document used to compile the notes is located at Appendix 1.
Results: With some notable exceptions, pharmacists provided a kind, swift and non-judgmental
service, once they were dealing directly with the client, but in most cases the shopper had
needed to ask at least 2 people before help could be offered (15/29), and in 2/30 cases the client
was turned away without further help or told to come back later. Only a minority of pharmacies
provided information about what is reported to be the more effective method of EC, EllaOne,
even though it was appropriate to do so (6/23) and in 1/6 cases where EllaOne wasinappropriate it was the only option offered. No pharmacy offered information about ongoing
methods of contraception or STI testing, and where such help could be obtained. No pharmacy
informed women that the IUD was the most effective method of emergency contraception and no
pharmacy provided information on where that could be found. Less than 50% of pharmacies
visited offered a private room for the consultation, and so it was often held in proximity to otherpharmacy users which made the experience itself more awkward for the shopper, andconstrained the likelihood of asking further questions. All of these aspects have been used tojustify the need to preserve the consultation.
Conclusions: There are no clinical contraindications to the use of LNG-EC, no notable sideeffects and it can be used by all women. LNG-EC can be used more than once in the same
cycle and it cannot disrupt or harm a developing pregnancy. It poses no risk to future fertility.2 It
provides effective protection against unwanted pregnancy, which can pose a significant risk to a
woman’s health and wellbeing. LNG-EC is significantly safer than many pharmaceutical products
which are available to buy straight from the shelf. A review of 2 General Sales List products
currently available in the UK can be found at Appendix 2 as a useful comparison. In othercountries women are allowed to buy LNG-EC directly from the shelf and ask for further
information only if they need it. In the UK this has been resisted on the basis that theconsultation provides an important opportunity to provide further information on other methods ofcontraception, STI testing, and answer other sexual health questions. For clarity, bpas believes
2

https://www.who.int/news-room/fact-sheets/detail/emergency-contraception

3 of 12this information should be optional and provided at the woman’s request, in the same way thatanybody buying medications in a pharmacy can seek advice without it being mandated.
However our mystery shop makes clear that this information is in any event not being provided.
The opportunity to ask further questions, should a woman wish, is also compromised by the lackof private space to do so.
One in six pregnancies is unplanned.3 Bpas does not believe EC is a silver bullet for these;
however it remains a significantly underused resource. We would like to see LNG-EC
reclassified as a General Sales List product so it can be sold straight from the shelves ofpharmacies without the need for a consultation, unless women request to speak to thepharmacist. This is also what women would prefer. Polling by bpas finds the majority of women
would prefer the consultation to be optional (64% v 29%) and would prefer to be able to pick the
product up directly from the shelf (58% v 35%).4 We believe that the failure to remove obstaclesin the way of women’s access to EC can deny individual women the opportunity to avoid apregnancy she has not planned and which can place her health and wellbeing at risk.

Introduction: the path to the consultation
LNG-EC has been available to buy from pharmacies since 2000. It can only be supplied by thepharmacist, following a consultation.
As this mystery shop was concerned with the nature of the consultation, rather than the wider
availability of EC, we ascertained in advance that we were visiting pharmacies where emergency
contraception was sold. Nevertheless in one pharmacy visited it was not available.
Once at the pharmacy, only 5/30 had any indication that EC was provided in the store, eventhough information was often provided about other services available. No information wasprovided in the women’s health section of the stores. In only 4/30 stores the products were inplain sight behind the counter; in the vast majority of stores the products were kept completely
obscured from view on the lowest shelf or kept at the back with prescription medicines. Our
shopper also noted: “I experienced instances of emergency contraceptives being displayed inplain white boxes with small text displayed on one side, again making it a challenge to identify
them as the product I was searching for. Before I had even reached the counter in the majority ofthese pharmacies, several barriers had clearly stood in my way when trying to identify whether
emergency contraception was available.”
While some larger pharmacies offer customers cards on the shelf informing them that a specificproduct is held behind the counter and instructing them to take the card to a member of staff forservice, no store visited offered this for emergency contraception. This means that a woman
must always verbally request the medicine.
In less than half of the pharmacies, the first person spoken to was the pharmacist, which meant
the process could begin. In 16 pharmacies our shopper had to speak to one other member ofstaff before the pharmacist was able to speak to her, and in two pharmacies she had to speak to
2 other members of staff before the pharmacist. On one occasion, 4 different members of staff
had become involved before she was able to leave with EC.
3
4

Third National Survey of Sexual Attitudes and Lifestyles, The Lancet, November 2013
Survey of 1001 women aged 18-45, conducted by Censuswide for bpas, November 2018

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“A particularly drawn out experience took place in a pharmacy in xxx. After reaching the front of
the queue, the employee on the counter told me she would be back in five minutes. Waiting forher to return, another member of staff served me, handing me a questionnaire to fill in. Aftercompleting the questionnaire, I waited again for an employee to take it from me and thepharmacist to check it through. I was finally sold the product by the pharmacist, who then had toseek the help of a fellow employee to work the till, prolonging the process further. Ultimately,
four members of staff became involved in this experience, lengthening it considerably andunnecessarily adding to its complexity.”

Location of the consultation
In 16/29 pharmacies, a consultation room was not offered. Instead, the consultation took placeover the counter, usually with other customers present. In one pharmacy, “two customers sat
waiting to pick up their prescriptions next to the counter. As I asked the employee on the counter
if they sold emergency contraception, I was very aware that these customers could both hearand see what I was asking for. The employee went on to ask me directly over the counter when I
had last had unprotected sex and if I had already taken emergency contraception in my current
cycle, all still within a noticeably close range of the other customers in the store”.
In the pharmacies where our shopper was taken to a separate room for the consultation, there
were still privacy issues. In one pharmacy, for instance, “the pharmacist took me straight to theirconsultation room and was friendly and informative throughout the consultation. The room itself,
however, was clearly not soundproof as I could hear other customers at the counter, situateddirectly next to the consultation room. During the consultation I felt conscious that othercustomers could hear me being questioned about topics that I would otherwise have felt
comfortable answering with the pharmacist alone…A lack of soundproofing was not the only
issue I found with consultation rooms throughout this study, however, as I came across multiple
rooms with uncovered windows and doors that were left open by the pharmacist giving theconsultation.”Content of the consultation
Following an episode of unprotected sex, there are 3 treatment possibilities. Hormonal
emergency contraception, in the form of levonorgestrel 1.5mg (eg Levonelle One Step, Boots
Emergency Contraception, Consilient and Ezinelle) which is licensed for use in the first 72 hours,
or ullipristal-acetate (EllaOne), which can be used up to 120 hours later, and the copper IUD,
which can also be inserted up to 120 hours later.
Guidance from the Faculty for Sexual and Reproductive Health (FSRH)5 says women should be
advised that EllaOne has been demonstrated to be more effective than LNG-EC following an
episode of unprotected sex (ie not just beyond 72 hours).
In the 23 cases where it would have been appropriate to offer EllaOne, only 6 pharmacists did
so, and of those only 2 said it was more effective than LNG-EC. One pharmacist was particularly
5

FSRH Guideline Emergency Contraception; March 2017

5 of 12unhappy with the price of EllaOne – which at £30-£35 is around £20 more expensive than theprice of generic LNG-EC, and on that basis he recommended LNG-EC. In essence, only 7% ofpharmacies visited provided accurate clinical information about EllaOne.
The FSRH and the Royal Pharmaceutical Society also advise that pharmacists tell women thatthe most effective method of emergency contraception is an IUD.6 Bpas is unsure of the value of
this information in the widespread absence of an accessible, local emergency fitting service andthe fact that it is an invasive procedure which may require some consideration. However giventhat the opportunity to provide information about the IUD is one justification for the preservationof the consultation, it is interesting to note it was not mentioned at all during our mystery shop.
In most cases therefore the only option our shopper was given was LNG-EC.
As pharmacists know this medication is extremely safe and that the main risk to the woman
standing before them is that of an unwanted pregnancy, some pharmacists asked relatively few
clinical questions. A minority asked about ectopic pregnancy and allergies: it is now known that
LNG-EC actually reduces the risk of ectopic pregnancy by reducing the risk of pregnancy;
allergy to the active ingredient is a standard contraindication for every drug and allergy tolevonorgestrel is undocumented. Use of other medication was asked by the majority: themedications which may be of relevance are the following:






barbiturates and other medicines used to treat epilepsy (for example, primidone,
phenytoin, and carbamazepine)
medicines used to treat tuberculosis (for example, rifampicin, rifabutin)a treatment for HIV (ritonavir, efavirenz)a medicine used to treat fungal infections (griseofulvin)herbal remedies containing St John’s wort (Hypericum perforatum)and only because they may make levonorgestrel less effective, they do not compromise theefficacy of the medications themselves or put women, for example in the case of epilepsy, at riskof seizures. In these cases a double dose of LNG-EC is recommended; indeed greater risks are
posed by interactions between some of these medications and off the shelf medicines such asparacetamol or benadryl.7 8 There is clear information in the Patient Information Leaflet on theneed to take a double dose to counter the potential of reduced efficacy.
There were significant variations in the range of questions asked:
QUESTIONHOW OFTEN ASKED

Have I ovulated yet

1

Is my cycle regular2

When is my next period due

2

How old are you?

2

History of ectopic pregnancy

3

Are you pregnant/do you have pregnancy symptoms

5

6

https://www.rpharms.com/resources/quick-reference-guides/oral-emergency-contraceptives-as-pharmacymedicines
7
https://www.nhs.uk/medicines/acrivastine/
8

https://bnf.nice.org.uk/interaction/carbamazepine-2.html

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Are you using contraception/have you considered using regularcontraception

6

Have you reacted badly to Levonelle in the past

7

When was your last period

10

Crohns, bowel disease/other health conditions

10

Allergies

11

Have you taken it within this cycle

12

Have you taken levonelle before

21

Are you taking other medications

21

When did the intercourse take place

23

The question that is asked the most is the timing of intercourse. Indeed, the RPS says one of the
primary aims of the consultation is to ensure that the tablet is being taken within the right timeframe.9
However studies show that nearly 90% of women present with in the first 24 hours after an
episode of unprotected sex, and the majority of the remainder within 48 hours. Presentations
after 72 hours are negligible.10 There is no need for this to be policed by the pharmacy.

Erroneous information
Apart from the challenges obtaining any information about EllaOne, and accurate information
when it was offered, the information that was given was generally correct. About half ofpharmacies advised our shopper to come back if she vomited within 3 hours, in keeping with
FSRH guidance, although 2 suggested this was only if she vomited within 24 hours. Again, clear
information is in the Patient Information Leaflet on this, and vomiting is any event unusal.
The principle instances of erroneous information came when our shopper presented having had
a previous mishap with a condom a week before for which she had used EC. This was tested in
6 pharmacies. There are no contraindications to repeat use in the same cycle; however if LNGEC had been used in the previous 7 days, LNG-EC should be offered again as EllaOne may
theoretically be less effective.
Pharmacists employed within 2 of the same chains provided very different advice.
A pharmacist at one branch of one chain was relaxed about the fact she had used it the week
before, non-judgmental, and said it was no problem to provide it again. However at a different
branch of the same chain, the pharmacist said our shopper would need to take a pregnancy test
and show him the result before he could sell it as he believed she may already be pregnant fromthe week before.
This is not rooted in either guidance, evidence or ethics. Even some of the most sensitive
pregnancy tests would not be able to detect a pregnancy a week after an episode of unprotected
sex. The FSRH guidance recommends a pregnancy test when there has been unprotected sex
9https://www.rpharms.com/news/details/Emergency-contraception-needs-a-consultation-says-RPS
Use of and attitudes towards emergency contraception: A survey of women in five European countries; Nappi etal; The European Journal of Contraception and Reproductive Health Care, 201310

7 of 12more than 21 days previously and no period since. Failure to provide EC in this instance could
easily put a woman at risk of a genuine pregnancy when there is any event no evidence thatproviding EC to a pregnant woman causes any harm.
“I felt totally shocked. No other pharmacist had asked this of me. I thought on my feet andfabricated a story about having a train to catch and not having time for a pregnancy test at thatmoment. The pharmacist ultimately agreed to sell me the product on the condition that I took apregnancy test after my train journey. Although I agreed, I felt like I wasn’t in charge and that I
had to bargain with him to get him to sell me something I needed. As I was leaving theconsultation room the pharmacist commented further on my situation, claiming continuously
buying emergency contraception was not a productive way of protecting myself from pregnancy.
This comment was both inappropriate, as I had informed him that before last week I had nottaken emergency contraception for years, and lacking in advice as he failed to discuss any othercontraceptive options with me. I left the store feeling judged.”
Although this was an uncomfortable experience, the most unpleasant took place in a different
chain. At one branch of the chain, “the pharmacist was not judgmental, although he did say thattaking it regularly “was not good for my menstrual cycle or my body in general”. There is noevidence that repeat use causes harm to the body, but our shopper felt the pharmacist was
clearly well intentioned. “I felt little to no judgement. Instead he seemed most concerned about
making sure that I could purchase the emergency contraception that I clearly needed.”
At the same chain in a different city: “I informed the pharmacist that I had taken Levonelle theweek before but, before this point, had not taken any form of emergency contraception for years.
The pharmacist clearly did not believe me, as she cautioned me that emergency contraception
was not a valid method of contraception or one that can be used over and over again. She went
on to explain that she could not sell me the emergency contraception, as the influx of hormones
would be too high having taken it last week also.”
This suggestion has no basis in evidence.
“The pharmacist proceeded to give justification of why I was not in need of emergency
contraception, claiming that I would have already ovulated and was therefore not at risk ofpregnancy. I replied explaining how I would still like to be safe and restated that emergency
contraception was not my regular chosen method of contraception. Eventually, she agreed tosell it to me. In a similar vein to the pregnancy test scenario, I again felt like I had to prove myself
and negotiate with the pharmacist to obtain emergency contraception. The pharmacist clearly
did not believe that emergency contraception was not my go to method of contraception, leaving
me feeling under suspicion. She only gave me the option of buying EllaOne, for £34.95. She did
not explain how this was different to Levonelle or why she was selling me it. I came away fromthe consultation feeling judged and quite upset – I don’t know how someone who actuallyneeded EC would feel after this.”This is one of the few occasions during our mystery shop where EllaOne was offered – and it
was not in fact appropriate to do so. The FSRH advises that if a woman requests EC having
taken LNG-EC within the previous 7 days, the effectiveness of EllaOne could be reduced byresidual circulating LNG. In this situation, an IUD should be offered if appropriate or further
administration of LNG-EC.

8 of 12Inappropriate behaviour
Generally our shopper found pharmacists non-judgmental. Many provided information swiftly
and concisely. On some occasions the consultation itself lasted in the region of just 30 seconds.
However in addition to examples of poor advice coupled with a judgmental approach
documented previously, in one case tested out using scenario 1 our shopper was repeatedly
asked about her age, made to show ID, and asked whether she was purchasing the product forsomeone else.
“At the beginning of the consultation, the pharmacist asked how old I was, to which I replied
twenty-two, then asked for my ID to check this information was correct. He further asked me tostate my date of birth once I had handed over my ID, as if he still did not believe me. Once myage was firmly established, he asked me twice during the consultation if the emergency
contraception was for me and finished by asking if I was pregnant.”

Cost of the consultation
There was no relationship between the content and quality of the consultation and the price ofthe product, even though some pharmacies are selling exactly the same product at vastlydifferent prices: the generic Consilient cost £11.49 in one pharmacy and £24.99 in another, withother price points of £13.49 and £19. The online pharmacy Chemist4U recently noted thatwomen were being charged as much as 650% on the cost price of emergency contraception.11

Conclusion
As the WHO makes clear, the LNG-EC regimen is simple to follow, and medical supervision is
not necessary for correct use. It is approved for over-the-counter or non-prescription use in

11

Online pharmacy halves price of morning-after pill for Christmas party season, The Sun, December 2018

9 of 12many countries. Research results have demonstrated that both young and adult women find thelabel and instructions easy to understand.
Our mystery shop shows that pharmacists know this is an extremely safe method, and soquestions are brief and consultations often quite cursory.
As we have noted, no information about further sources of contraception information andservices were provides, not was STI testing mentioned.
It ahs also been suggested that the consultation is a good opportunity for women to confide
serious issues, such as rape or domestic violence. This was not area explored in our mystery
shop for obvious ethical reasons.
But bpas, which has strong safeguarding protocols in place, does not believe a mandatory
consultation is the way to achieve this, rather that all pharmacy locations where women canseek help or advice offer the opportunity for conversation whatever the purchase. It should be
noted that the majority of the pharmacies we visited did not have consultation rooms, and eventhose that did often did not feel private. Putting a woman at risk of pregnancy by placing
obstacles to emergency contraception in her way has the potential to put her at greater risk:
pregnancy is a risk factor for domestic abuse. The Confidential Enquiry into Maternal and Child
Health (CEMACH), for example, found that 30 per cent of domestic abuse begins during
pregnancy.12

The very fact that EC is kept behind the counter – often completely hidden from sight with no instore markings - can act as a barrier to women accessing advice and information, and there isno clinical justification for that location.
Progestogen-only emergency contraception should be treated in the same way as othermedicines that are on the shelf, some of which have a considerably higher risk profile. Afternearly 2 decades in pharmacies, bpas believes the time has come to reclassify LNG-EC as a
GSL medication, with access to advice where requested but a mandatory consultation finallydispensed with.
Bpas is indebted to our mystery shopper Anna Soppelsa, who also co-authored thisreport.

12

Domestic abuse, BMA, September 2014

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Appendix 1
1.
2.
3.
4.

Pharmacy: name and location
Are there any services advertised in the window?
If yes, is emergency contraception among them?
Is there any indication anywhere in the store that emergency contraception isavailable?
5. Can you see emergency contraception behind the counter?
6. How many people do you have to ask before the pharmacist who provides theconsultation speaks to you?
7. Is the pharmacist who sells it available?
8. Is there any wait for the consultation? If so, how long?
9. Please list all the questions that are asked in the consultation.
10. Are the different emergency contraception offers discussed? If so, how are
they presented? If there is more than one progestogen version (eg Levonelle
and Ezinelle) how is the difference explained? What do they say about EllaOne?
11. What other information are you given?
12. How long does the consultation take?
13. Buy the one they recommend. What is it and what is the cost?
14. General notes/observations about the experience.

Appendix 2
The following 2 medications, which are available as General Sales List products, provide
a useful point of comparison:
1) Nicotine Replacement Therapies
Dozens of NRTs are on the General Sales List in the UK, to improve access and improve publichealth by helping people to stop smoking. There are many NRTs to choose from and people
may well need help in establishing which option is best for them, as well as further sources f help
and support to stop smoking. Their pharmacist is well placed to help them with this, but theintervention is not mandatory.
All of them carry warnings within the patient information leaflet that doses of nicotine tolerated byadult and adolescent smokers can produce severe toxicity in small children that may be fatal.
Patients with serious cardiovascular disease should be encouraged to stop smoking using nonpharmacological interventions; while there may be some risks for those stable cardiovasculardisease this product presents a lesser hazard than continuing to smoke.
Patients with diabetes mellitus should be advised to monitor their blood sugar levels moreclosely than usual when NRT is initiated as catecholamines released by nicotine can affectcarbohydrate metabolism.
GI disease: Swallowed nicotine may exacerbate symptoms in patients suffering fromoesophagitis, gastritis or peptic ulcers and oral NRT preparations should be used with caution inthese conditions. Ulcerative stomatitis has been reported.

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Renal or hepatic impairment: This product should be used with caution in patients with moderate
to severe hepatic impairment and/or severe renal impairment as the clearance of nicotine or its
metabolites may be decreased with the potential for increased adverse effects.
None of these contraindications – all of which are considerably greater than those presented by
LNG-EC – nor the potential value of a mandatory consultation, are seen as significant enoughfor NRTs to sit behind a counter rather than on the shelf. The risks are seen to far outweight theadvantages.
2) Nexium:
AstraZeneca’s Nexium 20mg Tablets containing esomeprazole were first authorised as a
Prescription Only Medicine (POM) in 2000. Esomeprazole is a proton pump inhibitor that
decreases the amount of acid produced in the stomach and treats heartburn and other gastric
symptoms. It became a P medicine in August 2013.Just a year later the MHRA granted the
product GSL status, despite the opposition of pharmacist associations, including the Royal
Pharmaceutical Society (RPS) who believed its use could disguise serious underlying gastricconditions such as cancer, that it had the potential to interact with other medicines, and that longterm use increased the risk of gastrointestinal infections such as Clostridium difficile and also
fractures. “Many will not realise, or will ignore the fact that Nexium should only be used for up to
two weeks”, the RPS argued in its submission.13
However the MHRA felt that those who did have any serious underlying disorders could betrusted to recognise “alarm symptoms”, such as weight loss, passing black stools, or pain wheneating. “The labelling and user tested PIL [Patient Information Leaflet] advise patients that if
symptoms worsen or do not improve after 14 days of use then the doctor should becontacted…Such alarm symptoms and lack of treatment effect, are easily recognisable bypatients who can take suitable action without the need for pharmacist intervention.” (ouremphasis). The MHRA added that “clinically important interactions of esomeprazole with
commonly used medicines are considered rare” but that “to minimise the risk, the outer carton
states “Talk to your pharmacist or doctor if you are taking any medicines listed in the package
leaflet”.14
There is simply no reason why LNG-EC could not be treated in the same way, and we hope ourmystery shop provides useful information to further the debate on reclassification.

13 Royal Pharmaceutical Society, consultation response, Nexium, 201414 Public Assessment Report, Pharmacy to General Sales List Reclassification
Nexium Control 20mg Gastro-Resistant Tablets

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